Ticket statuses

Every ticket has exactly one status. Statuses describe where the conversation stands and control what customers can do — staff capabilities are governed by permissions, not by status.

The nine statuses

What staff can do, per status

Staff capabilities depend on permissions, not on the ticket status:

A few important nuances:

• Visibility is permission-based. Staff members without the tickets.view_all permission only see tickets they are assigned to, regardless of status.
• Staff can always message. There is no status that blocks staff replies — staff can post on a closed ticket, which is useful for follow-ups and audit notes.
• One closure schedule at a time. Staff can move a closure-scheduled ticket to any status, but scheduling another closure on it is rejected.

What customers can do, per status

The customer-side rules in one sentence each:

• Seeing a ticket — the ticket creator and active participants can see the ticket in any status, including closed.
• Replying and editing — blocked only on closed. On every other status, including resolved, customers can still reply and edit their own messages.
• Requesting closure — possible on any status except closed, pending_closure, and closure_scheduled.
• Invite links — stop working as soon as the ticket is resolved or closed. On a closure-scheduled ticket they still work until the closure actually happens.

Automatic transitions

Some status changes happen without anyone clicking a status selector:

• Scheduled closure fires — when a ticket is closure_scheduled and the scheduled time passes, it is automatically closed and a system message is added.
• Scheduling a deletion closes the ticket — when staff schedules a ticket for deletion, the ticket is closed immediately (if not already closed); the deletion itself happens later at the scheduled time.
• Customer requests closure — the ticket moves to pending_closure immediately, and a satisfaction survey is created right away.
• Customer closes a scheduled ticket early — when a ticket is closure_scheduled, the customer can close it immediately instead of waiting.
• CSAT surveys follow the status — entering resolved, closed, pending_closure, or closure_scheduled creates a satisfaction survey; moving back out of these statuses deletes the survey if it has not been submitted yet. See CSAT surveys.
• Favorites are cleared — entering resolved or closed removes the ticket from all customers' favorites.

One thing that does not happen automatically: a customer reply never changes the status. Moving a ticket out of awaiting_customer after the customer answers is a manual staff action.